Operations Manager

Operations Manager — Ace Marketing Services

Location: In-person in Winter Park, FL, five days per week

Reports to: Carson Slade, Founder & CEO

Employment: Full-time, hourly W-2 employee

Compensation: $52–$60 per hour, depending on experience and demonstrated ability; no performance bonus

About Ace

Ace is an Orlando-area creator marketing and growth agency. We operate high-volume social portfolios across Instagram, X, TikTok, Snapchat, and other approved platforms. Our in-office team combines hands-on account operation, AI-assisted photo and video creation, client-supplied content, daily performance analysis, and disciplined account-health management.

The Role

We are hiring an Operations Manager to oversee the Social Media Account Manager group and make the complete social operation perform reliably. This person owns the management layer above individual client portfolios: standards, capacity, coverage, quality control, cross-portfolio escalation, performance management, and the operating rhythm of the Winter Park office.

Each Social Media Account Manager owns the performance and day-to-day health of one to five client portfolios. They coordinate operators, communicate with clients, run selected accounts themselves, maintain posting plans, produce or coordinate AI content, and handle account-health issues. The Operations Manager does not take that ownership away from them. You set the system they operate inside, inspect whether it is working, coach and hold the managers accountable, and step in when a problem crosses portfolios or exceeds an Account Manager's authority.

This is a visible people-leadership and execution role. You will directly manage the Social Media Account Manager group, establish a clear chain of responsibility, and ensure that no client or platform depends on one person. You should be comfortable reviewing the work in detail, but your primary contribution is making the whole group stronger and more dependable—not becoming the default operator for every account.

This is not a finance role. The Founder & CEO retains banking, bookkeeping, payroll approval, compensation, and offer authority. Final hiring decisions are made by the hiring team. You own the people, delivery system, and operating performance of the social team.

What You Will Own
Social Media Account Manager leadership

Directly manage the Social Media Account Managers and any assigned social support staff.

Set clear weekly priorities, decision rights, service standards, and performance expectations for the group.

Run manager one-on-ones, the weekly social-operations review, and concise daily check-ins when delivery risk requires them.

Review manager scorecards, give direct feedback, document performance gaps, and follow through on improvement plans and personnel recommendations.

Develop Account Managers who can own their portfolios without constant founder intervention.

Portfolio allocation, capacity, and coverage

Assign client portfolios to Account Managers based on workload, account risk, platform mix, and demonstrated ability.

Maintain an accurate map of every client, account, primary owner, operator, backup, device, access dependency, and escalation path.

Balance work before one manager becomes overloaded or another manager's absence creates a single point of failure.

Approve cross-portfolio coverage and handoffs while keeping one accountable owner for every deliverable.

Lead capacity planning and make evidence-backed hiring recommendations as the client roster grows.

Delivery, quality, and account health

Own team-wide posting compliance and completion of each portfolio's approved platform cadence.

Inspect dashboards and source evidence, then work through the responsible Account Manager when posts, content, follow-ups, or handoffs are missed.

Set and enforce the quality-control standard for AI-assisted and client-supplied content before it is published.

Review account warnings, restrictions, access failures, unusual performance declines, and recovery plans across the portfolio.

Coordinate urgent cross-team response when an incident affects multiple accounts, devices, clients, or operators.

Performance management and operating systems

Turn recurring work into clear SOPs, checklists, scorecards, and escalation rules that the team actually uses.

Use the Ace portal, reporting systems, and source evidence to distinguish a real operating problem from a dashboard or data-quality problem.

Track trends in delivery, account health, audience growth, client retention, and revenue-related performance without managing by spreadsheet alone.

Recognize strong performance, address weak performance quickly, and give the Founder a concise view of results, risks, staffing needs, and decisions.

Coordinate with the technical owner when tooling or automation needs repair; define the operating requirement and verify the fix in the live workflow.

Cross-functional operations

Keep the social team aligned with content production, technical systems, recruiting, onboarding, and approved external partners.

Own the operating relationship and business review for approved external partners, including service levels, conversion-related performance, and material escalations. Manage the partner; do not perform its frontline work.

Keep the creator-recruiting and signing funnel moving by coordinating the recruiter, internal owners, handoffs, and unresolved blockers.

Help hire and onboard future Account Managers and support staff while keeping candidate decisions, compensation, offers, and final approvals human-owned.

Maintain secure handling of client materials, account access, trained AI assets, devices, performance information, and recovery records.

The Management Boundary

The operating model is intentionally explicit:

Founder & CEO: company priorities, finance, compensation, exceptions, and offers. Final hiring decisions are made by the hiring team.

Operations Manager: Account Manager team performance, portfolio allocation, capacity, standards, cross-portfolio risk, and escalation.

Social Media Account Manager: assigned client results, client communication, posting plans, operator coordination, content readiness, account health, and hands-on account execution.

Account operators and support staff: assigned platform and production work completed to the Account Manager's documented plan.

An Account Manager remains accountable for their portfolio. The Operations Manager is accountable for whether the Account Manager group, coverage model, and overall social system work.

Tools and Working Style

Ace uses AI and connected operating systems every day. You do not need to be a software developer, but you must be able to use technology to run real work and verify what it tells you.

Required:

Genuine day-to-day use of Claude, ChatGPT, or a comparable AI assistant for analysis, planning, documentation, communication, or operational workflows.

Willingness to use Claude in Ace's operating workflows and verify its output.

Strong Google Workspace ability, including practical Sheets analysis, filtering, lookups, shared Drive organization, Gmail, and Calendar.

Comfort working from dashboards and reports while checking important claims against the underlying account or workflow.

Ability to learn the Ace portal, account-ownership model, platform cadence, and account-health procedures quickly.

Helpful:

Agency, portfolio, multi-location, hospitality, retail, fitness, creator, e-commerce, or another high-volume service-operation background.

Experience with social analytics, account access and recovery, content operations, workforce planning, or vendor management.

Familiarity with automation, APIs, Google Apps Script, Zapier, Make, or similar tools. You do not need to build the systems yourself.

What We Are Looking For

At least two years leading a small team day to day, with direct accountability for managers, senior operators, or client-service owners.

A record of improving an underperforming team through clear standards, coaching, follow-through, and timely personnel recommendations.

Strong workload-allocation and coverage judgment across multiple clients, locations, accounts, or workstreams.

Enough social-media and digital-operations fluency to challenge an Account Manager's plan, investigate a miss, and recognize weak execution.

Visible, approachable leadership. You engage with the room, recognize wins, surface problems early, and have direct conversations when standards are not met.

Calm judgment during access failures, account restrictions, missing content, staffing gaps, and other time-sensitive incidents.

High discretion and secure handling of confidential client and account data.

Based in the Orlando area or committed to relocating before the start date. This position is not remote or hybrid.

How Success Is Measured

Success is measured by whether the Social Media Account Manager group performs as a dependable system:

portfolio-level audience, traffic, and revenue trends;

posting compliance and completion of approved platform cadence;

account standing, incident-response speed, and recovery follow-through;

client retention, response discipline, and documented blocker resolution;

accurate ownership, balanced workloads, and dependable backup coverage;

content quality and readiness across AI-assisted and client-supplied assets;

manager scorecard performance and timely correction of recurring misses;

fewer preventable escalations requiring Founder intervention; and

clear capacity plans and successful onboarding as the team grows.

Compensation and Active Benefits

$52–$60 per hour, depending on experience and demonstrated ability.

Full-time, hourly W-2 employment. All working time must be recorded; overtime is handled in accordance with applicable law.

Hourly base pay only; there is no performance bonus.

Ace offers eligible full-time employees health, dental, vision, and life insurance, plus a 401(k) with employer match, subject to active plan rules.

WHAT TO EXPECT IN THE HIRING PROCESS

After application review, selected candidates complete a role-specific TestGorilla assessment that includes a conversational AI interview. Candidates with sufficiently strong evidence then complete a 30-minute interview with Katana. The hiring team reviews the application, assessment, Katana interview, and references before making the final decision. Katana conducts the only scheduled human interview.

Ace Marketing Services, Inc. is an equal-opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. We provide reasonable accommodation to applicants with disabilities; requests may be sent to [email protected].

By submitting your application, you acknowledge that Ace Marketing Services, Inc. will use your information to evaluate your candidacy and communicate with you about this role. We retain applicant information for up to 12 months after the role closes. You may request deletion or stop future contact at any time by emailing [email protected].

Read our Applicant Privacy Notice: https://docs.google.com/document/d/1agpBkjNZIsTZ_W4qh8tK6bkos_5ag8Hfx9IuCGtiETc/edit